Customer Success Management is concerned with proactively making sure that SaaS customers get value from their relationship with the vendor. CSM platforms typically give early warning of potential customer churn based on disparate data elements, giving the vendor time to take early action to keep the relationship on track.
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Customer Success Management Software provides a set of tools to help ensure that customers achieve their desired outcomes while using a vendor’s product or service. These tools help internal customer success, service, and marketing teams monitor customer activity and sentiment to better understand overall customer account health.
Customer success software platforms centralize all customer data into an accessible 360-degree view of the customer. The data might include support tickets, product usage, and adoption, downloads, upsells, or other customer signals. The typical goals are decreased customer churn, increased customer satisfaction (usually measure by an NPS score), and increased upsell opportunities.
Some customer success software will include all of the features below, while others may focus specifically on one area of customer success tracking or monitoring.
The benefits of using Customer Success Management Software include the ability to:
The software is primarily used by customer success managers, account managers, and sales executives.
Some products in this category are broader customer success management suites, offering most if not all of the above capabilities.
Other products focus on a particular area. For example, some products support customer success initiatives by enabling contextual, usage-based communication in-product. Others provide the usage statistics and segmentation capabilities that customer success managers can use to trigger communications from within other systems. Customer success is one use case for these products. However, they are also used by other customer experience/engagement teams, such as Marketing, and are more likely to be integrated with than compete directly with full CSM suites.
Pricing for customer success software is not generally available, but most platforms have a tiered model based on the number of users, amount of revenue managed, or the number of accounts managed. A typical software instance might charge a one-time upfront fee, and then a per-seat monthly fee ranging from $50 to $200 depending on the feature set.
Customer success software is great for teams that are building out their customer success/service function, need to gain a deeper understanding of customer sentiment and satisfaction, or that have a large volume of customer data that needs to be centralized and turned into actionable insights.
Some key benefits of using customer success software include:
According to end-user feedback on TrustRadius, the top-rated customer success software platforms include:
People looking for customer success software on TrustRadius compare the products above with other tools like Salesforce, Pendo.io, ClientSuccess.
